From Manpower To Outcomes
When cleaning was a manpower business judged by numbers deployed, value was invisible. Today it is judged by productivity, quality and experience, says Angad Luthra, Managing Director, GroupL, in a chat with Clean India Journal.
Looking back 15-20 years, the cleaning industry in India was a very different industry. It was largely seen as a manpower business, where the focus was on deploying people and getting the basic job done. Cleaning was necessary, but it was rarely treated as a strategic part of running a business. That has changed considerably.
Demanding customers
Today, customers are much more demanding and, importantly, much more informed. They expect trained people, better processes, technology, reporting, compliance and measurable service standards. They want to know not just whether the premises have been cleaned, but whether the service is consistent, whether the workforce is being managed properly and whether the entire operation is delivering value.
The business today is not simply about providing manpower. It is about bringing together people, processes and technology to deliver a reliable outcome for the customer.
Biggest Change
The biggest change in customer expectations has been the move from manpower to outcomes. Twenty years ago, the discussion was often about how many people were required. Today, the discussion is increasingly about productivity, quality, technology, accountability and the experience created for the end user.
That is a very healthy change for the industry.
“The facility management has moved from headcount to productivity, and people using technology better will define the next decade” — Angad Luthra, Managing Director, GroupL
Future Blend
I don’t think we should look at AI, robotics, automation and sustainability as separate trends. They will increasingly come together.
AI and data will help predict requirements and manage operations better. Automation and robotics will take away some of the repetitive tasks. Sustainability will become a much more important part of how facilities are operated.
Technology Won’t Replace People
But technology will not replace people. I believe it will change the nature of their jobs. The next generation of facility management will be about people using technology better, rather than technology replacing people.
The companies that can combine a well-trained workforce with good technology, strong processes and disciplined execution will be the ones that create the most value.
For India, this is a particularly exciting opportunity. We have a huge workforce and an industry that is still evolving. If we invest in training, technology and professional management, we can build a facility management industry that is genuinely world-class.
A Platform That Kept Conversation Going
For 21 years, Clean India Journal has stayed close to the industry and given it a platform to come together, says Angad Luthra, Managing Director, GroupL. It has consistently brought different parts of the ecosystem onto the same platform — facility management companies, manufacturers, technology providers, customers and professionals. It has helped introduce new ideas and technologies to the Indian market and, equally importantly, has helped the industry learn from itself.
In an industry that has grown as rapidly as ours, having an independent platform that keeps the conversation going is valuable. CIJ has played a genuine role in bringing greater visibility and professionalism to the sector.
The association has also given GroupL an opportunity to share its own perspective and, more importantly, to remain connected with what is happening across the industry.
